Help! Helpdesk shows comments when when "not visible to guests" is checked.

bday · 10-19-2005, 03:53 PM

We just found out that the notification policy that notifies contacts and workers when an incident ticket changes actually INCLUDES the comments field even if you checked off "Comments not visible to guests."

Doh!!!

Is there any way to make the notfication policy NOT do that. Thankfully we didn't say anything bad (this time).

Mike · 10-26-2005, 12:17 AM

First to be clear, it's a Notify Rule rather then a Notification Policy. It is very important to understand that they are very different elements.

It's actually working exactly as it should. Perhaps as a product enhancement altiris would change that box to say "comments visible to Guest consoles". The recipient of an email is not automatically classified as a "guest".

There's not a way to simply hide the comments from the email when the box is checked because the comments are part of your email template. You would actually have to tell it to use a different email template and the only way to do that is with a different notify rule.

You have two choices as I see them:

1-Edit the email template to drop the comments

2-Modify the Notify rule to not send the email if the incident has comments
(admin > notify rules > visible to guests = true/false)

and

Create a second notify rule that uses a different email template if the incident has "visible to guests = false" and add a condition to the existing notify rule (comments included) to only fire if "visible to guest = true"

BTW, when editing the email template, the comments will be the Simple Macro of Workitem(Workitem_Comments).

Cheers,

dominique · 06-08-2007, 04:43 PM

Hello,

I want the default "Visible to Guest" unchecked. Where could I change this?

Thanks

jmadigan · 06-08-2007, 05:18 PM

If you edit WorkItemEdit.ascx and find the checkbox cbVisibleToGuest, adding Checked="False" does nothing. Remove the ItemDataField="workitem_comment_visible_to_guest" and it is unchecked now. I looked through a bunch of tables but couldn't find anything that looked like the default settings for an incident.

dominique · 06-08-2007, 06:07 PM

Hello,

I had thought about this but this will make the field no more available. I need the field available but the technician will choose if he wants the comment visible or not. I saw a response on altiris.com but the link does not work anymore.

http://forums.altiris.com/messagevie...&enterthread=y
I am able to link to this thread but not the the "HERE" pointing to the solution ...

Thanks

dominique · 07-23-2007, 04:29 PM

I merged these two threads as they are on "Visible to Guests" management.

Thanks

dominique · 07-23-2007, 05:27 PM

Quote:

Originally Posted by Mike

...

Create a second notify rule that uses a different email template if the incident has "visible to guests = false" and add a condition to the existing notify rule (comments included) to only fire if "visible to guest = true"

Cheers,

Does this mean that I have to duplicate the 135 (for now) Notify Rules which are going to a Contact?

Thanks

dominique · 07-23-2007, 06:33 PM

Quote:

Originally Posted by jmadigan

If you edit WorkItemEdit.ascx and find the checkbox cbVisibleToGuest, adding Checked="False" does nothing. Remove the ItemDataField="workitem_comment_visible_to_guest" and it is unchecked now. I looked through a bunch of tables but couldn't find anything that looked like the default settings for an incident.

But will I be still able to check the box for anyone who wants it?

Thnaks

dominique · 07-23-2007, 06:45 PM

Quote:

Originally Posted by Mike

...

There's not a way to simply hide the comments from the email when the box is checked because the comments are part of your email template. You would actually have to tell it to use a different email template and the only way to do that is with a different notify rule.

Cheers,

Does this information "Visible to Guest" get stored in the Workitem table? I did not find the field?

Thanks

dominique · 07-23-2007, 06:55 PM

I finally found it:
comment_visible_to_guest in the workitem table

Thanks

asebastian · 07-24-2007, 02:34 PM

You can place the following query in your email template where it currently has WORKITEM(workitem_comment) and the comment will only be visible when the visible to guest box is marked.

HDQUERY[[Select comment from dbo.workitem w1 where number = WORKITEM(workitem_number) and comment_visible_to_guest <> 0 and version= (select MAX(version) from dbo.workitem w2 where w2.number = w1.number)]]

Thanks!

Amber

dominique · 07-24-2007, 02:39 PM

Excellent shortcut let me try...

dominique · 07-26-2007, 08:31 PM

Hello,

The check box "Visible to Guest" is unchecked when I edit the incident but the rules fired when i saved the incident are the ones with "Visible to Guest" is true?

Any other place to unchecked or checked...?
I noticed that the field "Comment_Visible_To_Guest" in the Workitem table is set to "1"????

What is wrong?

Thanks

dominique · 07-26-2007, 08:52 PM

Quote:

Originally Posted by jmadigan

If you edit WorkItemEdit.ascx and find the checkbox cbVisibleToGuest, adding Checked="False" does nothing. Remove the ItemDataField="workitem_comment_visible_to_guest" and it is unchecked now. I looked through a bunch of tables but couldn't find anything that looked like the default settings for an incident.

I found the default value in the properties of the field "Comment_Visible_to_guest"
(see attachment)...

still testing .........

Thanks

dominique · 07-26-2007, 09:10 PM

Hello,

I changed the value to '0' on the property field - still not working still '1' everywhere
I added back ItemDataField="workitem_comment_visible_to_guest" - still not working still '1' everywhere

Any idea..

Thanks

dominique · 07-27-2007, 12:53 PM

Hello,

The "Visible_To_Guest" works fine only on update mode which means I create an incident and then uncheck the box or check the box depending how it was before and then the correct rules are fired.

BUT!!!!!!

on Creation of incident it is still appearing checked (when the "workitem_visible_to_guest" field is present in the workitemedit.ascx) or unchecked when the same field is removed but doesn't matter which one is setup it always acts as checked for the creation....

I tried to change the default value in the properties of the field to N'0" but still no luck...
I restarted IIS, SQL and Altiris Agent.

Any ideas?

Thanks

hfrench · 01-02-2008, 12:45 AM

Dom,

Did you ever figure this one out? We are trying to default to unchecked as well.

Thanks,
Hunter

hfrench · 01-02-2008, 01:12 AM

Nevermind:

https://kb.altiris.com/article.asp?article=38948&p=1

dominique · 01-02-2008, 07:14 PM

Good catch

I was not using this KB but it is sohrter than what did. I created a template for guest which does not include the comment and another template including the comment for worker and I am using two rules to use both templates with different destination...

Thanks

pryan67 · 07-02-2009, 11:12 AM

Quote:

Originally Posted by asebastian

You can place the following query in your email template where it currently has WORKITEM(workitem_comment) and the comment will only be visible when the visible to guest box is marked.

HDQUERY[[Select comment from dbo.workitem w1 where number = WORKITEM(workitem_number) and comment_visible_to_guest <> 0 and version= (select MAX(version) from dbo.workitem w2 where w2.number = w1.number)]]

Thanks!

Amber

This is EXACTLY what I needed...works perfectly for me...thanks a million